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Salesforce AP-226 Exam Overview:

Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A) Configure outbound email integrations with pre-built templates for invoices and case summaries.
B) Utilize Process Builder with predefined rules for email notifications based on case updates.
C) Develop custom Apex code for automated email triggers and attachments.
D) Implement Einstein Bots to handle email communication and automate basic customer interactions.

2. Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A) Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
B) Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
C) All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
D) Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.

3. Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A) Log a case with Salesforce Customer Support
B) Enter the existing number when creating the channel in production
C) Request a new number for the production org

4. The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

A) Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
B) Utilize custom fields to capture all types of customer information without access restrictions.
C) Store all customer data in one field without any segregation or access control mechanisms.
D) Implement third-party data encryption solutions for additional security layers.

5. To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

A) Set up the organization's default business hours and set up another set of business ho the second option
B) Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
C) Create an Apex trigger that checks the default business hours and the business hours on an escalation.

Solutions: